Prime Pet Insurance Australia 2025: Coverage, Prices & Expert Review
Our expert's opinion on Prime Pet Insurance
Prime Pet Insurance offers a single straightforward policy—Regal Accident & Illness Cover—targeting basic needs for both cats and dogs, with coverage available from 8 weeks up to under 16 years at entry and the potential for lifelong renewals as long as the product is offered and cover continuous. With a low benefit percentage of 65%, capped at $14,000 per year (and $2,000 per condition), $0 excess, and no wellness or preventive care budget, Prime Pet Insurance falls at the budget end of the Australian market, best suited for owners seeking affordable, simple accident and illness protection rather than extensive or premium benefits. Its limited co-pay structure means customers always pay at least 35% of eligible costs, while its clear plan structure and comparatively low premiums distinguish it among value-focused competitors, though critics cite its restricted reimbursement levels and limits. Prime is administered by PetSure—Australia's largest pet insurer—with strong financial reliability but mixed customer feedback, receiving just 2.0/5 (55 reviews) on ProductReview.com.au; claims handling is typically prompt if straightforward, though negative reviews commonly reference out-of-pocket surprises, denial due to technicalities, and rising premiums. Prime works best for owners of young, healthy pets willing to self-insure part of the cost and accept basic, no-frills accident/illness cover without expectations for dental, wellness, or comprehensive breed condition support.
- ✅$0 excess on claims
- ✅Annual benefit limit up to $14,000
- ✅Simple, single accident & illness plan
- ✅Entry age up to 16 years
- ✅Lifelong cover with continuous renewal
- ✅Some overseas travel cover (NZ/Norfolk)
- ✅Financially strong administration (PetSure)
- ❌Low reimbursement rate at 65% (35% copay)
- ❌Strict $2,000 per condition annual limit
- ❌No dental cover (except oral tumours)
- ❌No wellness, routine or behavioural cover
- ❌Negative customer reviews; premium rises
Our expert's opinion on Prime Pet Insurance
- ✅$0 excess on claims
- ✅Annual benefit limit up to $14,000
- ✅Simple, single accident & illness plan
- ✅Entry age up to 16 years
- ✅Lifelong cover with continuous renewal
- ✅Some overseas travel cover (NZ/Norfolk)
- ✅Financially strong administration (PetSure)
- ❌Low reimbursement rate at 65% (35% copay)
- ❌Strict $2,000 per condition annual limit
- ❌No dental cover (except oral tumours)
- ❌No wellness, routine or behavioural cover
- ❌Negative customer reviews; premium rises
Score- ✅$0 excess on claims
- ✅Annual benefit limit up to $14,000
- ✅Simple, single accident & illness plan
- ✅Entry age up to 16 years
- ✅Lifelong cover with continuous renewal
- ✅Some overseas travel cover (NZ/Norfolk)
- ✅Financially strong administration (PetSure)
Why Trust HelloSafe?
At HelloSafe, our pet insurance experts carefully review the terms and pricing of policies available on the Australian market every year to give you trustworthy and impartial analysis. Thanks to this thorough approach, thousands of Australians rely on us each month to help guide them through their most important financial decisions.
Prime Pet Insurance Guarantees
Prime Pet Insurance offers a single streamlined Accident & Illness plan, positioned as low-frills, low-cost cover with a fixed 65% reimbursement rate, no annual excess, and defined benefit caps: $14,000 yearly total and $2,000 per condition per year.
The product provides basic reimbursement for vet bills arising from common injuries, many illnesses (including some congenital/hereditary conditions if not pre-existing), select emergencies, diagnostic treatments, overseas events (NZ/Norfolk Island, 60 days max), emergency pet boarding, and essential euthanasia, but imposes low sub-limits for consults ($300) and emergency boarding ($500).
Key strengths include guaranteed lifelong cover upon continuous renewal and no excess, but significant weaknesses are the strict annual and per-condition caps, low benefit percentage, and blanket exclusions for dental, wellness, behavioural, and alternative therapy (except tumours).
Unlike some competitors, there is no routine care or wellness package available, and advanced treatments—along with cover for chronic pre-existing conditions—are not included.
Prime's policy mainly suits budget-focused owners seeking basic accident/illness protection, accepting higher out-of-pocket costs and narrow scope.
| Name of coverage | Prime Regal Accident & Illness Cover |
|---|---|
| Plan positioning | Low-cost, core accident & illness plan |
| Type of coverage | Specified accidents and illness |
| Animals covered | Dogs and cats |
| Reimbursement rate (%) | 65% |
| Annual reimbursement limit | $14,000 |
| Deductible (annual or per claim) | $0 |
| Age limits for enrollment (for dogs and cats) | 8 weeks to under 16 years at policy start |
| Pre-enrollment health questionnaire | No |
| Waiting period (illness) | 30 days |
| Waiting period (accident) | None (except cruciate: 6 months/waiver) |
| Lifetime coverage once subscribed | ✅, if no break & product still offered |
| Vet consultations (regular + emergency) | ✅ $300/year sub-limit |
| Medications | ✅, for eligible conditions |
| Hospitalization | ✅, up to condition/annual cap |
| Surgery (including anesthesia) | ✅, within caps |
| Diagnostic tests (X-ray, MRI, US, labs) | ✅, within $2,000/condition cap |
| Dental care (incl. scaling/procedures) | ❌, except oral tumours |
| Preventive care package | ❌ |
| Alternative medicine | ❌, except if deemed medically necessary |
| Travel coverage | ✅, NZ/Norfolk Is, max 60 days, claims in AUD |
| Civil liability | ❌ |
| Euthanasia | ✅, if humane/necessary (cap applies) |
| Death & cremation coverage | ❌ |
| Theft or loss of pet + search expenses | ❌ |
| Boarding fees (if owner is hospitalized) | ✅, $500/year sub-limit |
Important Policy Details
All conditions, consultations, and hospitalisation benefits are capped per condition, per year.
There is no excess or co-payment flexibility; the owner must pay at least 35% of each bill and all over-limit amounts.
Cruciate ligament injury waiting period may be waived with an approved vet exam at policy start.
No out-of-hours/tele-vet or wellness features included—claims are processed via portal, phone, or mail.
Compare plans carefully to make sure Prime Pet Insurance’s limits and exclusions meet your budget and coverage needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!Prime Pet Insurance Exclusions
Prime Pet Insurance applies a strict set of exclusions, with all pre-existing conditions—chronic or temporary—excluded unless a temporary issue is symptom-free for 18 months and specifically re-admitted.
All dental treatment or disease (except for oral tumours) is not covered, which is stronger than many policies that at least allow limited dental add-ons.
Preventive and routine care, alternative therapies (unless medically necessary), and behavioural treatments are categorically excluded, with no wellness options available to add.
Accessories, non-essential items, advanced treatments, and any unapproved medications are also excluded, along with all costs for breeding, pregnancy, or elective procedures.
Notably, bilateral and related conditions are treated as single events for exclusions—meaning an exclusion on one limb or organ also applies to the other side.
| Exclusions | Details |
|---|---|
| Medical exclusions |
|
| Routine/preventive care |
|
| Alternative/advanced |
|
| Procedural exclusions |
|
| Coverage & process |
|
| Geographic/other |
|
- Pre-existing and bilateral/related conditions
- Chronic illnesses at start
- Temporary, if not symptom-free 18 months
- Dental (except oral tumours)
- Behavioural and psychological conditions
- Hereditary/congenital if pre-existing
- Food, supplements, vitamins
- Vaccinations, microchipping, worm/parasitic/flea/tick cover
- Routine consults, grooming, bathing
- Medicated baths unless vet-certified medically necessary
- Training or alternative therapies (acupuncture, homeopathy, chiro, hydro, laser, physio)
- Experimental treatments, cell/stem therapies, 3D printing
- Unapproved drugs/medications (not APVMA registered)
- Cosmetic/elective/voluntary procedures (declawing, debarking, tail/ear docking etc.)
- Desexing (unless for confirmed illness of reproductive organs)
- Breeding, pregnancy, obstetrics
- Organ transplant, pacemakers, prosthetics (except total hip replacement)
- Transport, boarding outside defined scenario
- Ambulance, house calls, extra/after-hours fees above regular clinic rates
- Consequential/economic loss, non-critical hospitalisation, expenses from exclusions/adverse reactions
- Incidents outside AU/NZ/Norfolk Is
- Loss from negligence (not protecting pet, fighting etc.)
- War, natural disasters, epidemics/pandemics, nuclear/radiation
Prime Pet Insurance Prices
Prime Pet Insurance is positioned as an affordable but limited option, offering simple accident and illness cover with capped annual and per-condition benefits.
The plan features no annual excess, making it easier for owners to claim on smaller expenses, but the reimbursement rate is one of the lowest on the market at 65%, resulting in higher out-of-pocket costs.
Coverage does not extend to dental (except oral tumours), behavioural, alternative therapies, or routine care, which constrains its value for more comprehensive needs.
There are no premium digital features or service levels that would typically support a higher price point, and assistance remains standard.
Overall, Prime appeals most to cost-conscious pet owners seeking basic cover, rather than those looking for premium protections or extensive flexibility.
Compare Prime Pet Insurance’s plans below to find the best price for your pet.
| Prime Regal Accident & Illness Cover | |
|---|---|
| Young cat (2–4 years) | $18/month |
| Senior cat (7–8 years) | $32/month |
| Small breed dog | $23/month |
| Small breed dog (2–4 years) | $23/month |
| Large breed dog (2–4 years) | $38/month |
| Senior dog (7–8 years) | $44/month |
Prime Pet Insurance Promo Codes
| Prime Pet Insurance Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
What reimbursement amounts can I expect with Prime Pet Insurance?
With Prime Pet Insurance, you’re reimbursed at 65% of eligible vet bills for accidents and illnesses after any exclusions are applied, with no annual excess and a clear cap per condition and per year—meaning your out-of-pocket costs are lower than without insurance.
X-ray and treatment for a fractured leg
Total vet costs: $1,200 (diagnosis, surgery, follow-up visits)
Deductible: $0
Reimbursed amount: $1,200 × 65% = $780
Your out-of-pocket cost: $420
ℹ️ Since there's no annual excess, the reimbursement percentage applies directly from your first claim, as long as the annual and per-condition caps have not been reached.
Hospitalisation for severe gastroenteritis
Total vet costs: $950 (overnight hospitalisation, IV fluids, tests, medications)
Deductible: $0
Reimbursed amount: $950 × 65% = $617.50
Your out-of-pocket cost: $332.50
ℹ️ Reimbursements are limited to $2,000 per condition per year. If the treatment exceeds this, only the first $2,000 will be reimbursed at 65%.
Removal of oral tumour (eligible dental treatment)
Total vet costs: $1,500 (surgical removal and histopathology)
Deductible: $0
Reimbursed amount: $1,500 × 65% = $975
Your out-of-pocket cost: $525
ℹ️ Dental care is generally excluded, but surgical treatment for oral tumours is covered under Prime Regal Accident & Illness Cover.
Prime Pet Insurance Assistance
Assistance with Prime Pet Insurance focuses primarily on claims support and pre-approval for major veterinary treatments, allowing clients to clarify eligibility and avoid unexpected costs before a procedure.
There is no advance payment option, meaning all bills must be paid out-of-pocket before seeking reimbursement, which can be challenging for higher-cost emergencies.
No mobile app or digital claims management tool is provided; policyholders can submit claims online or via paper forms, but app-based functionalities like instant claim tracking or live policy updates are absent.
Unlike some competitors, Prime does not offer a 24/7 emergency vet helpline, telemedicine, or partnerships with a vet network, limiting policyholder support outside standard hours or for urgent advice.
Overseas cover is limited but available for short trips to New Zealand or Norfolk Island (up to 60 days), provided the pet remains in the owner's care and claims are submitted in Australian dollars.
| Assistance Prime Pet Insurance | Available? | Details |
|---|---|---|
| Advance payment | ❌ | No advance payment or third-party direct pay service is available; all vet bills must be paid upfront before you claim. |
| Payment facilities | ❌ | No options for paying premiums in instalments or via interest-free payment plans are provided. |
| Mobile app | ❌ | No mobile app for policy management, quoting, or claim submission is available. N.C. on user ratings or interface. |
| Paperless claims process | ✅ | Claims can be lodged online via the Prime Pet Insurance portal; paper forms are also accepted. No mobile claims or app-based submission. |
| Emergency vet service | ❌ | No tele-vet, 24/7 vet line, or emergency consultation service is included. |
| Vet/clinic partner network | ❌ | No partner network of clinics or preferred providers; you may use any qualified vet in Australia. |
| Coverage abroad | ✅ | Cover is available for trips to New Zealand or Norfolk Island, for up to 60 consecutive days, subject to existing policy limits and vet currency paid in AUD. |
Customer Reviews of Prime Pet Insurance
| Review platform | Rating and number of reviews |
|---|---|
| ProductReview.com.au | 2.0 out of 5 (55 reviews) |
We analyzed reviews from the sites listed above. On the positive side, customers who subscribed to Prime Pet Insurance for their pets often mention:
- An efficient and quick claims process for straightforward cases, with reimbursements received in a timely manner.
- A helpful and courteous customer service team when queries are answered and resolved.
- A clear and comprehensible product for basic accident and illness cover.
- The acceptance of adopted pets with simplified documentation requirements.
On the negative side:
- ❌ A high rejection rate for claims due to technicalities, exclusions, or pre-existing conditions, often leaving owners dissatisfied.
- ❌ A noticeable increase in premiums at renewal, sometimes regardless of claims history.
- ❌ A significant out-of-pocket cost due to the low reimbursement rate (65%) and restrictive condition caps.
- ❌ Many complaints about poor communication, slow or unresolved queries, and cancellation difficulties.
- ❌ A lack of dental and preventive care, and perceived long or poorly explained waiting periods for some conditions.
- ❌ Complexity or confusion around policy terms, exclusions, and claims process for certain treatments or illnesses.
How to Contact Prime Pet Insurance
| Prime Pet Insurance Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| To request and track a reimbursement | Submit a claim online via the Prime Pet Insurance claims portal (portal.petsure.com.au/prime/Login), by email at [email protected], or by post to: Prime Pet Insurance, Locked Bag 9021, Castle Hill NSW 1765 Attach a completed claim form, itemised vet invoice, and all paid receipts. Payment is made to your nominated bank account; most claims are processed within 5–7 business days once all documents are received. |
| To obtain a certificate of insurance | Contact customer service on 1300 881 735 (Mon–Fri, 8am–8pm AEST) or email [email protected]. Include your policy number and request for the document. Postal requests can be sent to Locked Bag 9021, Castle Hill NSW 1765. |
| To contact assistance | For all general assistance, call 1300 881 735 (Mon–Fri, 8am–8pm AEST), email [email protected], or write to Locked Bag 9021, Castle Hill NSW 1765. |
| To cancel my policy | Phone 1300 881 735 (Mon–Fri, 8am–8pm AEST) or email [email protected]. Provide your policyholder details, requested cancellation date, and written request (email or letter). No minimum notice period; unused premium is refunded pro-rata after any claims. Postal cancellations can be sent to Locked Bag 9021, Castle Hill NSW 1765. |
Prime Pet Insurance, Locked Bag 9021, Castle Hill NSW 1765
Attach a completed claim form, itemised vet invoice, and all paid receipts.
Payment is made to your nominated bank account; most claims are processed within 5–7 business days once all documents are received.
Include your policy number and request for the document.
Postal requests can be sent to Locked Bag 9021, Castle Hill NSW 1765.
Provide your policyholder details, requested cancellation date, and written request (email or letter).
No minimum notice period; unused premium is refunded pro-rata after any claims. Postal cancellations can be sent to Locked Bag 9021, Castle Hill NSW 1765.
FAQ
Do I have to pay upfront for veterinary fees with Prime Pet Insurance?
Yes, with Prime Pet Insurance you will usually need to pay your vet directly for treatments at the time of service. The insurer does not offer advance payments or a third-party direct pay system. You can submit a claim for reimbursement once you have all the necessary invoices and documents.
How do I cancel my pet insurance policy with Prime Pet Insurance?
You can cancel your Prime Pet Insurance policy at any time by calling their customer service or sending an email. No minimum notice period is required, but you will need to provide your policy details and a written request (email or letter). Any unused premium is refunded on a pro-rata basis once cancellation is processed.
What is not covered by Prime Pet Insurance?
Exclusions include pre-existing conditions, dental treatments (except oral tumours), routine or preventative care, and alternative therapies. Behavioural and training-related conditions, breeding or pregnancy costs, and most elective or cosmetic procedures are not covered. Claims for incidents occurring in waiting periods or outside Australia/NZ/Norfolk Island are also excluded.
What are the key benefit limits and costs I should be aware of?
The policy reimburses 65% of eligible vet bills, with no excess. The maximum annual payout is $14,000, and no more than $2,000 can be claimed per individual condition per year. Vet consultation fees and emergency boarding are capped by specific sub-limits annually.
Is there a waiting period before cover begins?
Yes, there is a 30-day waiting period for illness cover and six months for cruciate ligament conditions (which may be waived if your vet completes a special examination at signup). Most specified accidents are covered immediately except for cruciate ligament claims. Emergency boarding is only accessible if the policyholder is hospitalised for at least one day and nobody else can care for your pet.
Do I have to pay upfront for veterinary fees with Prime Pet Insurance?
Yes, with Prime Pet Insurance you will usually need to pay your vet directly for treatments at the time of service. The insurer does not offer advance payments or a third-party direct pay system. You can submit a claim for reimbursement once you have all the necessary invoices and documents.
How do I cancel my pet insurance policy with Prime Pet Insurance?
You can cancel your Prime Pet Insurance policy at any time by calling their customer service or sending an email. No minimum notice period is required, but you will need to provide your policy details and a written request (email or letter). Any unused premium is refunded on a pro-rata basis once cancellation is processed.
What is not covered by Prime Pet Insurance?
Exclusions include pre-existing conditions, dental treatments (except oral tumours), routine or preventative care, and alternative therapies. Behavioural and training-related conditions, breeding or pregnancy costs, and most elective or cosmetic procedures are not covered. Claims for incidents occurring in waiting periods or outside Australia/NZ/Norfolk Island are also excluded.
What are the key benefit limits and costs I should be aware of?
The policy reimburses 65% of eligible vet bills, with no excess. The maximum annual payout is $14,000, and no more than $2,000 can be claimed per individual condition per year. Vet consultation fees and emergency boarding are capped by specific sub-limits annually.
Is there a waiting period before cover begins?
Yes, there is a 30-day waiting period for illness cover and six months for cruciate ligament conditions (which may be waived if your vet completes a special examination at signup). Most specified accidents are covered immediately except for cruciate ligament claims. Emergency boarding is only accessible if the policyholder is hospitalised for at least one day and nobody else can care for your pet.
